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Podcast Link: Credit Shift
In this interview, Andrew Sanders, a renowned expert in the field of customer experience, shares his wisdom on leveraging conversational AI to enhance customer interactions. The discussion delves into the critical aspects of triage, intent-level orchestration, and the importance of empathetic communication in customer service.
Key Points and Ideas:
- Triage for Efficiency: Properly identifying customer intent and triaging conversations is essential for efficiently resolving customer queries and issues.
- Intent-Level Orchestration: Understanding where and how to resolve specific customer intents, whether on chat, email, or other channels, can significantly improve the customer experience.
- Empathetic Communication: While AI cannot truly empathize, it can convey understanding and care by acknowledging customer concerns and promising resolution.
- Data Accuracy: Relying on IVR disposition codes or agent-entered data for AI training can result in inaccurate models, making direct customer feedback a more reliable data source.
- Measuring Customer Contempt: Identifying negative customer behaviors like contempt can be essential for enhancing customer service.
- Omni-Channel Challenges: Meeting customers in their channel of choice is vital, but resolving issues efficiently within that channel is equally important.
Key Statistics:
- 60,000 FCA complaints in a large German insurance company, with an estimated 40,000 stemming from communication issues.
- Contempt displayed in approximately 6% of CSAT one calls in a particular company, equating to roughly 30,000 instances in 14 million phone calls.
Key Takeaways:
- Start with triage: Identify customer intent and route conversations accordingly for more efficient issue resolution.
- Prioritize intent-level orchestration: Understand where to resolve specific intents and optimize channels accordingly.
- Promote empathetic communication: While AI can’t empathize, it should convey understanding and commitment to resolving issues.
- Rely on accurate data sources: Customer feedback often trumps IVR disposition codes or agent-entered data.
- Measure and address customer contempt: Identifying and mitigating negative customer behaviors is vital for improving service quality.
- Balance omni-channel with efficient issue resolution: Meeting customers in their preferred channel is crucial, but efficiency matters just as much.
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